Tony Chan

Vice President, Lead Analytics Consultant @Wells Fargo

San Francisco, CA, US

Perform analytics on branch customer feedback including monthly root cause analysis on topics chosen by Consumer and Small Business Banking executive leaders.•Utilize SAS Viya text analytics and natural language processing capabilities to streamline root cause complaint reviewing process•Develop SQL and SAS queries joining data across multiple databases to help explain branch complaint root cause and ultimately improve customer experience•Work with business partners to prepare for monthly branch banking complaints meeting, present findings from an analytical perspective to process owners, LOB business leaders, and control and compliance executives•Work on projects to help improve customer experience at branch such as analyses on adding automatic doors, wait time for appointments, and branch call handling •Automate and streamline customer experience monthly reporting processes, which include converting manual excel based processes to run in the SAS EG platform